About Public Partnerships LLC

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.publicpartnerships.com).

Click here to learn -> "What We Do"

Click here to learn -> "A True Mission-Driven Culture"

Click here to learn -> "Self-Directed Home Care Explained"

The Community Concierge (Sr. Customer Service) Representative will provide exceptional customer service to callers inquiring to learn more about self-direction, the benefits, responsibilities, and steps it takes to enroll. The ideal candidate will listen to the customer’s unique needs, identify where the individual is in their customer journey and foster a positive customer experience to educate the caller on the next steps in their respective path to self-direct.

Duties and Responsibilities:

• Responds to Inbound/Outbound customer inquiries including calls, program email, chat and text.
• Initiates outbound calls to respond to inquiries and to follow-up with previous contacts
• Provide professional, friendly, and exceptional service.
• Performs resolution tasks and administrative functions.
• Responsible for creating and maintaining excellent documentation of all calls, questions, complaints, email, chat and mailed inquiries.
• Responsible for maintaining adequate records/documentation for audit and internal control purposes.
• Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries in order to serve as a subject matter expert for multiple programs.
• Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities.
• Assists other team members through program chat support, call shadowing and new hire buddy program.
• Assists with escalation resolution.
• Assists with training facilitation and support.
• Perform other duties as assigned.

Required Skills:

• Passion to help individuals with disabilities and who are aging
• Service-oriented mindset
• Possess a positive attitude with the ability to remain flexible and patient
• Superior written and verbal communication skills and an excellent listener
• Exemplify strong organizational skills and attention to detail
• Excellent problem-solving and critical thinking skills
• Willingness to work as part of a team
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
• Ability to manage time effectively in a fast-paced environment
• Knowledge of MS Windows, Excel and Word preferred
• Bilingual a plus
• Willingness to work irregular shifts and weekends, if needed

Qualifications: